Senior Field Quality & Customer Experience Lead

Voltage LLC; Timberlake (NC); On-site; USD 110,000 - 160,000; Full time

Job summary

Voltage LLC seeks an experienced Customer Experience & Field Quality Manager to lead customer complaint resolution, field quality investigations, corrective actions, and customer satisfaction initiatives.

You will serve as the primary quality contact for customers and partner with Engineering, Manufacturing, Program Management, Supply Chain, and Sales to resolve quality concerns and improve product reliability.

Qualifications

• Bachelor's degree or higher in Engineering, Quality, Manufacturing, Industrial Engineering, or related field.
• 7+ years of quality experience in manufacturing.
• 3+ years of leadership in customer/field quality teams.
• Experience leading customer complaint investigations, field failure analyses, and corrective actions.
• Strong knowledge of Customer Claims Management, Warranty Analysis, CAPA, 8D, RCA.

Responsibilities

• Lead customer complaints, quality claims, and escalations from investigation through closure.
• Lead field failure investigations and coordinate root cause analysis with Engineering and Manufacturing.
• Drive corrective and preventive actions using 8D, 5 Whys, Fishbone, Fault Tree Analysis, and CAPA.
• Establish containment actions and verify effectiveness of corrective actions.
• Analyze warranty, field failure, service, and customer satisfaction data to identify trends.

Skills

Customer complaints management

Field quality leadership

CAPA

8D

5 Whys

Root cause analysis

Cross-functional collaboration

Data analysis

Education

Bachelor's degree in Engineering/Quality/Manufacturing

Tools

Power BI

Quality reporting systems

Job description

Voltage LLC seeks an experienced Customer Experience & Field Quality Manager to lead customer complaint resolution, field quality investigations, corrective actions, and customer satisfaction initiatives.

You will serve as the primary quality contact for customers and partner with Engineering, Manufacturing, Program Management, Supply Chain, and Sales to resolve quality concerns and improve product reliability.